Purchased a Deck Parka in the Black Friday sales as a Christmas gift for my son. Realised it was going to be way too big, but the sales had already finished. Contacted Engine only to be informed a size swap wasn't possible as per policy and that I would need to return for a refund and then purchased a new one in the correct size (thus losing the sale price I'd just paid). I wasn't impressed with this and was then contacted by Chez, a Manager. She suggested I do what other customers do and purchase 2 parkas in different sizes so that I can just return the incorrect size "to illuminate the returns". I struggle to see how this helps anyone - it doubles the workload for the packing staff and the customer has to pay for not one but two items (which aren't cheap to begin with!!) AND still needs to return to incorrect item. No empathy. No understanding where the customer is coming from. Just an "I'm sorry, it's policy". It seems like a price gouge system, designed to suck people in. I expected more from an Aussie brand, especially in the lead up to Christmas when lots of people would have purchased items as presents therefore wouldn't know if they were suitable until Christmas Day.